Skip to main content
Back to Home

Refund Policy

Effective Date:
Last Updated:

Overview

FairFate strives for customer satisfaction. Due to the nature of digital products, refunds are handled differently than physical goods.

Digital Product Refunds

Automatic Refund Eligibility

You are eligible for an automatic refund if:

• Technical issues: Product file is corrupted or won’t open • Misrepresentation: Product significantly different from description • Duplicate purchase: Accidentally purchased same item twice • Pre-order cancellation: Requested >24 hours before release • No download: Refund requested before first download

Timeframe: Request within 14 days of purchase

Case-by-Case Refunds

We review refund requests on a case-by-case basis for:

• Product quality concerns - subjective, but we’re reasonable • Compatibility issues - if product doesn’t work as advertised • Mistaken purchase - wrong edition, language, or version • Changed mind - before downloading (at our discretion)

No Refund Situations

• After download initiated - digital products delivered instantly • Change of preference - “I don’t like it” after downloading • Buyer’s remorse - after using/reading the product • Bundle breakup - cannot refund individual bundle items • Sale products - items purchased at 50%+ discount (unless defective) • Third-party gifts - recipient cannot request refund (purchaser can)

Payment Failed Refunds

Declined Transactions

  • Payment fails: No charge, no refund needed
  • Partial authorization: Reversed automatically within 3-5 days
  • Double charge: Second charge refunded within 24 hours

Duplicate Charges

  • Same product twice: Second purchase refunded automatically
  • Error charges: Refunded within 24 hours of notification
  • Currency conversion errors: Corrected and difference refunded

Creator Refund Policies

Creators can set their own policies within limits:

Creator-Defined Refunds

  • Extended timeframe: Creators may offer >14 days
  • Satisfaction guarantee: “Love it or money back” (creator’s choice)
  • Special circumstances: Creators may approve case-by-case refunds

FairFate Override

FairFate can issue refunds regardless of creator policy if:

  • Product is defective or malicious
  • Creator violated Terms of Service
  • Creator abandoned product support
  • Legal or fraud concerns

Refund Process

How to Request

  1. Self-Service:

    • Go to Order History
    • Click “Request Refund” on eligible orders
    • Select reason and submit

  2. Email Request:

    • Email: martin@fairfate.com
    • Include: Order number, reason, proof if applicable
    • Response within 24-48 hours

Information Needed

  • Order number or transaction ID
  • Reason for refund request
  • Screenshots (if technical issue)
  • Description of problem (if quality concern)

Review Process

  • Automatic: Processed immediately (clear-cut cases)
  • Standard: Reviewed within 24-48 hours
  • Complex: May take 3-5 business days
  • Appeals: If denied, can appeal within 14 days

Refund Methods

Original Payment Method

  • Credit/Debit Card: 5-10 business days
  • PayPal: 3-5 business days
  • Bank Transfer: 7-14 business days
  • Digital Wallet: 1-3 business days

Partial Refunds

For bundles:

  • Prorated amount: Based on content accessed
  • Calculation shown: Transparent breakdown provided
  • Minimum: $1.00

Special Circumstances

Fraudulent Charges

If you suspect fraud:

  1. Contact us immediately: martin@fairfate.com
  2. Provide details: Transaction date, amount, unauthorized activity
  3. Investigation: 24-48 hour investigation
  4. Immediate refund: If fraud confirmed
  5. Account security: Password reset, MFA enabled

Unauthorized Access

If your account was compromised:

  • Full refund: For all unauthorized purchases
  • No questions asked: Security takes priority
  • Account recovery: We’ll help secure your account
  • Purchase reversal: Items removed from library

Creator Account Closure

If a creator closes their account:

  • Products remain: You keep access to purchased products
  • Updates end: No new updates or support
  • Refund option: 30-day window to request refund
  • Automatic notification: Email sent to affected customers

Platform Errors

If FairFate makes a mistake:

  • Pricing errors: Honored if already purchased, or full refund
  • Delivery failures: Immediate refund or redelivery
  • Technical glitches: Compensation or refund offered

Bundle Refunds

Full Bundle Refund

  • Before any downloads: Full refund available
  • Timeframe: Within 14 days of purchase
  • Condition: No items accessed or downloaded

Partial Bundle Refund

  • Individual items: Cannot refund individual bundle items
  • Exception: If one item is defective, proportional refund
  • Bundle value: Refund based on bundle price, not individual prices

Pre-Order Refunds

Before Release

  • 24+ hours before: Full automatic refund
  • <24 hours before: Contact support for approval
  • Pre-load downloaded: Still eligible for refund

After Release

  • Standard policy applies: 14-day window, no download rule
  • Early access users: Counted as “download” for refund purposes

Chargebacks

Important: Please contact us before filing a chargeback.

Why Contact Us First

  • Faster resolution: We can refund immediately
  • Avoid account suspension: Chargebacks may trigger automatic ban
  • Better outcome: We’re reasonable and want to help

Chargeback Consequences

If you file a chargeback without contacting us:

  1. Account suspended pending investigation
  2. Access removed to all purchases
  3. Re-charge if lost: You may be re-charged if we win dispute
  4. Permanent ban: If chargeback is deemed fraudulent

Legitimate Chargebacks

We don’t dispute chargebacks for:

  • Confirmed fraud or unauthorized charges
  • Our failure to deliver after 30 days
  • Product fundamentally not as described

Refund Denials

Reasons for Denial

  • Downloaded product (unless defective)
  • Beyond 14-day window (unless exceptional circumstances)
  • Abuse pattern: Multiple refund requests
  • No valid reason: Generic “don’t want” after use
  • Creator policy: Violates creator’s stricter policy

Appeal Process

If refund is denied:

  1. Review decision: Email explains reasoning
  2. Appeal: Provide additional evidence within 14 days
  3. Management review: Senior support reviews appeal
  4. Final decision: Made within 5 business days
  5. Alternative resolution: Partial refund may be offered

Consumer Protection Rights

EU Consumers (Distance Selling Directive)

  • 14-day right of withdrawal - even after downloading
  • Waiver of rights: Acknowledged at purchase
  • Refund timeline: Within 14 days of approval

UK Consumers (Consumer Rights Act)

  • Faulty digital content: Full refund right
  • Not as described: Partial or full refund
  • Short-term right: 30 days for fault discovered

Australian Consumers (ACL)

  • Consumer guarantees: Cannot be excluded
  • Major failure: Full refund or replacement
  • Minor problem: Repair or partial refund

California Consumers (CCPA)

  • Refund rights: As per this policy
  • Consumer protection: CCPA protections apply

Questions About Refunds

Contact Refund Team:

Escalation: If unsatisfied with refund decision:

FairFate’s refund policy balances customer satisfaction with protecting creators. We aim to be fair and reasonable in all cases.